The Cat Lady Booking, Cancellation and Service Agreements
The Cat Lady Booking, Cancellation, and Service Agreement - updated 26.04.25
1. **Introduction**
Welcome to The Cat Lady family!
We’re so happy to be entrusted with the care of your cats and your home. Our policies and procedures are designed to make sure your experience is smooth, safe, and stress-free — for you and your beloved cats.
By creating an account on The Cat Lady portal, you’re agreeing to the terms below. They help us deliver the best care possible while protecting everyone involved.
Thank you for reading them carefully and reaching out if you have any questions!
2. **Client Communication**
To ensure smooth service, please contact us directly through one of these methods:
- WhatsApp: 07979 737317
- Email: fionathecatlady@gmail.com
We kindly ask that all important questions, changes, and updates are sent to our main office (rather than directly to sitters) so we can manage them efficiently.
- Our office hours are Monday to Friday, 8am–6pm.
- We aim to respond to all messages within 24 hours during office hours.
- Outside of these times, we monitor communications for major emergencies only.
Thank you for helping us keep everything organised!
3. **Prices & Payment**
- **Prices:**
Our service prices are reviewed each year and are subject to change.
- Rates are typically updated on January 1st.
- Additional surcharges may apply during peak holiday periods and for addresses outside our standard service area.
- Full details are always available on the Prices page of our website.
We promise to communicate any changes to our rates clearly and with plenty of notice.
- **Payment:**
Payment for all bookings is required 7 days before your scheduled services begin.
We accept:
- Debit/Credit Cards via our secure online portal
- Bank Transfer
**Important:** Services cannot be provided without full payment in advance.
4. **Cancellation Policy**
We understand that plans can change. To ensure fairness to all clients and sitters, our cancellation policy is as follows:
- Cancelling with less than 48 hours’ notice:
âž” Full charge will apply.
- Cancelling with 2–7 days’ notice:
âž” 50% charge will apply. The remaining 50% will be credited to your account.
- Cancelling with more than 7 days’ notice:
âž” Full credit will be applied to your account (refundable upon request).
For bookings between December 18 and January 1 (our busiest period):
- Cancelling more than 7 days in advance:
âž” 50% charge will apply. The remaining 50% will be credited to your account.
- Cancelling within 7 days:
âž” Full charge will apply.
**Please Note:**
- No refunds or credits will be given for early returns or late departures during a booking.
- Credits can be used toward future services for 1 year or refunded if requested.
- We appreciate your understanding that cancellation policies allow us to fairly manage high-demand periods and ensure fair treatment of our team.
5. **Consultation**
Before we start looking after your cats, we’ll arrange an initial consultation.
- This visit is charged at our standard 30-minute visit rate.
- If you add additional cats to your household in future or move home, another meeting may be necessary to review care needs.
- We see this as an important opportunity to meet you, understand your cats, and set up everything for seamless future visits.
6. **Minimum Service Requirements**
To protect the health and wellbeing of your cats, we require a minimum of one visit per day for all cats in our care.
This is a firm policy to ensure your pets are safe, comfortable, and monitored daily.
**Important:**
- If an appropriate schedule is not booked, we reserve the right to decline service.
- We always aim to uphold the highest standard of care for every cat entrusted to us.
7. **Online Profile (Required)**
- Your Secure Online Profile is vital for safe and consistent care.
- All important information about your cats, home, emergency contacts, and routines must be kept up-to-date in your profile.
- It is the client's responsibility to update any changes (new cats, health issues, new alarms, etc.) immediately.
- Physical notes left in the home are not a substitute for updating your online profile, with the exception of notes relevant to a single booking.
- Completing your online profile is a mandatory step before scheduling any new client consultations or bookings.
8. **Key Management**
For safety, security, and reliability, we require, and will retain two copies of your keys unless you have a key lockbox installed at your property.
- Both sets must allow normal entry to your home.
- Keys are securely tagged with a code, and stored using secure software.
- From July 1st 2025, we will not be able to offer services to clients who are not happy to leave keys with us.
**Please note:** Key holding is a standard practice in the pet care industry and provides vital backup protection for both you and us.
9. **Sitters**
- 'The Cat Lady' are a team, and as such we cannot guarantee any particular sitter for a booking.
- All team members are carefully selected cat owners, fully trained, and insured.
- All staff work under the same high standards you expect from us.
- You will always receive updates and photos during every visit, regardless of which sitter is assigned.
- We work as a team to ensure reliable, continuous service for you and your cats.
10. **Property Access**
Your confirmed booking grants us permission to access your property for the agreed services.
- Please ensure access is simple and safe (clear pathways, no broken locks, etc.).
- We are not responsible for any damage to property due to poor maintenance (e.g., broken locks, unstable gates).
- We reserve the right to enlist the help of a locksmith or handyman in the event we are not able to access your home. This is at your own expense.
- If despite our best efforts we cannot access your home safely or legally, we reserve the right to cancel services.
11. **Emergency Contact**
All clients must provide an emergency contact who:
- Is local (within reasonable driving distance),
- Has a key to your property, and
- Is authorised to make decisions regarding your pets and home in your absence.
This is essential for handling emergencies such as home maintenance issues, unexpected events, or in the unlikely event we are unable to reach you.
12. **Unexpected Guests**
For safety, insurance, and professional standards, The Cat Lady team follows strict rules regarding third parties at your home during visits:
- We do not enter or continue a visit if a non-professional individual (e.g. friend, family member, neighbour) is present or arrives while we are there.
- If this occurs, the visit will be immediately terminated, and the full visit fee will apply.
Professional services (such as cleaners, gardeners, contractors) are allowed only with advance notice. You must inform us of:
- The type of professional service, and
- Their expected schedule
If we prefer to avoid being present at the same time as another service, we may adjust visit times slightly for everyone's safety and privacy. We appreciate your cooperation in keeping your home a safe and secure working environment for our sitters.
13. **Unforeseen Circumstances**
In rare cases (e.g., severe weather, accidents), we may not be able to reach your home. If this happens:
- We will prioritize the safety of your cats and property, and
- We will communicate with you or your emergency contact immediately.
- In serious emergencies, we may authorise necessary third-party services (e.g., locksmith, vet, handyman) at your expense.
14. **Job Sharing**
For safety, consistency, and liability reasons, we strongly prefer not to job-share with friends, family, or neighbours.
- Should any other person have access to your home during an active booking, ‘The Cat Lady’ does not accept any liability for any loss, damage or disruption to your cat’s routine.
- We do not Job Share with another professional pet care business at any time.
15. **Delayed Return**
If your travel plans are delayed for any reason, it is essential to alert The Cat Lady immediately so we can continue caring for your cat(s).
- Additional visits will be scheduled as needed to ensure their wellbeing.
- Standard visit rates apply for any extra visits, and the client agrees to settle the outstanding balance within 72 hours of returning home.
- We strongly recommend providing an emergency contact who can assist if your return is significantly delayed.
16. **Visit Length and Arrival Times**
- Visit durations may vary slightly (by up to 5 minutes) depending on the day’s schedule and the cat(s)' needs.
- Tasks such as entering and exiting the home, bin management, and locking up are included in the visit time.
- Sitters will arrive within the pre-booked 4-hour time window.
- If at any time a sitter feels their presence is causing distress to your cat(s), they will respectfully complete the essential care tasks and leave promptly to reduce stress.
Note: During periods of very high demand (such as Christmas), visit times may be slightly shortened if necessary, but care standards will never be compromised.
17. **House Cleanliness**
We kindly ask that your home be clean, safe, and accessible for our sitters to carry out their duties.
- ‘The Cat Lady’ will clean up after your cats to the best of our ability, but we are not responsible for permanent stains or damage caused by your cat(s).
- Please leave out sufficient cleaning supplies (litter bags, scoop, kitchen roll, black bags).
- If extra time is needed for excessive cleaning beyond normal expectations, an additional cleaning fee may apply.
- If the areas that your cat uses for food, water and litter are not left clean and tidy for our arrival, a cleaning fee will also be charged.
18. **Medication**
We are happy to administer medication per your instructions (either orally or in food). However, if your cat refuses medication, we may contact your emergency contact or a vet at your expense.
- We reserve the right to make judgment calls regarding medical needs for the safety of your cat.
- We cannot provide services for any cat with an active, contagious illness.
19. **Veterinary Emergencies**
‘The Cat Lady’ reserves the right to consult with or transport your cat(s) to a veterinarian in the event of illness, injury, or any concerning changes in behaviour, eating, or toileting habits.
- A Veterinary Authorisation Form must be completed and signed before any services can be booked.
- We will always attempt to contact you first before seeking veterinary care where possible.
- If you cannot be reached, we will act in the best interest of your cat(s) and proceed as needed.
- Clients are fully responsible for all veterinary fees, including emergency costs.
- While we will try to use your preferred veterinarian, this cannot be guaranteed.
- If your cat cannot be safely transported, we may involve your emergency contact or a mobile vet service.
Note: One vet visit (up to two hours) is included in our service at no extra charge. Additional time or further visits will be billed at our standard hourly rate.
20. **Outside Dangers**
‘The Cat Lady’ is not responsible for injury, loss, or fatality resulting from a cat’s outdoor activities, whether permitted by the client or due to escape.
- We recommend all cats remain indoors for their safety during your absence.
- If your cat has a known tendency to escape, it must be disclosed during your consultation.
- We will take all reasonable precautions to prevent escapes, but ultimate responsibility lies with the client.
- For cats with outdoor access, you are responsible for securing fences, gates, and latches.
- While we provide the highest quality of care, unsupervised outdoor access carries unavoidable risks.
21. **Security Cameras / CCTV**
We encourage the use of security cameras to monitor your home and the well-being of your cat(s).
- Clients must disclose the presence of any cameras or recording equipment before services begin.
- Failure to inform us about surveillance is a breach of this agreement and may lead to service termination.
- Footage of ‘The Cat Lady’ employees must remain private and only be used for personal security purposes.
22. **Home Temperature**
Please leave your home's heating thermostat set within a safe and comfortable range for your cat(s):
- Ideally between 15°C and 22°C.
- If we find the temperature dangerously low (below 10°C), we will adjust the thermostat for your cat(s)' health and safety.
- Hot water should not be turned off whilst you are away.
- In warmer weather, we may opt not to play with cats if we feel they may become overheated.
23. **Unforeseen Purchases**
If your cat(s) require urgent supplies during your absence (food, litter, medications, etc.), ‘The Cat Lady’ will:
- Purchase necessary items and provide a receipt.
- Charge the supply cost plus the fee for an additional 30-minute visit to cover our time.
- Payment must be made within 72 hours of your return.
24. **Access Issues**
‘The Cat Lady’ will always use best judgement to care for your cat(s) during inclement weather or unforeseen access issues.
- If factors outside of our control arise — such as hazardous weather, fuel shortages, or blocked access — we reserve the right to cancel services and contact your emergency contact to take over care if necessary.
- We will make every reasonable effort to reach your home safely, but client and cat safety remain our top priority.
25. **Sitter Injury**
For the safety of our team, it is your responsibility to disclose:
- Any history of aggression, biting, or health concerns related to your cat(s).
- Any known hazards inside or around your property.
If a sitter is bitten, scratched, or exposed to disease:
- The client will be held liable for all resulting medical costs and lost earnings.
- ‘The Cat Lady’ reserves the right to refuse or terminate services immediately if a cat poses a safety risk.
We are committed to working with cats in a safe environment. Failure to disclose risks may result in service refusal or termination.
26. **Damage to Client Property**
‘The Cat Lady’ is not responsible for damage caused by your cat(s) to your property while you are away.
- If a sitter accidentally damages something, please report it to us with photos within 12 hours of your return.
- A repair estimate or invoice must be submitted within 30 days of the incident.
- If verified, we will reimburse you with 14 days.
27. **Termination of Services**
We reserve the right to terminate services at any point if:
- A cat’s behaviour endangers the sitter’s health or safety.
- Hazardous conditions prevent us from properly caring for your cat(s).
In such cases:
- We will contact your emergency contact or arrange placement in a boarding facility.
- The client will be responsible for all additional charges incurred.
28. **Advertising**
Photos and videos of your cat(s) may be used by ‘The Cat Lady’ for promotional purposes, including:
- Our website
- Social media channels
- Newsletters
- Printed materials
If you do not wish for your cat’s images to be used, please notify us in writing. We will respect your wishes and note it in your profile.
29. **Privacy Policy**
All information provided to ‘The Cat Lady’ is treated with the utmost confidentiality.
We will never share your personal information unless requested in writing by you or required by law.
We value the trust you place in us to care for your cat(s) and home.